ðAt Factorial we're looking for a new Quality Assurance Manager to lead our CX Quality team. We believe that consistent, high-quality customer interactions are a business lever, not a cost centre — and this role owns how we measure, improve, and scale quality across the entire Customer Experience organization. About the RoleAs CX Quality Assurance Manager, you will lead a team of Quality Analysts covering Account Management, Customer Support, Call Center, Onboarding, and beyond. Reporting directly to the Head of Knowledge, Enablement & Quality, you will own the QA Assurance Programme end-to-end: audit methodology, automation, calibration, and the feedback loop that turns quality findings into real operational and training impact. What you'll do ðTeam Leadership & Development: Lead, mentor, and grow a team of Quality Analysts.
Own calibration standards, capacity planning, and performance development, and build a high-rigour, data-driven team culture. QA Programme Ownership & Scale-Up: Own the QA Assurance Programme across all CX teams. QA Automation & Scaling:



Drive the shift from manual to automated auditing.
AI Output Quality Review: Own structured quality review of AI-generated customer interactions (AI agents, automated responses) as they scale across CX. Quality-to-Action Feedback Loop: Turn QA findings into measurable change. Own the connection between Quality, Enablement, and Knowledge — feeding systemic gaps into training content and documentation — and run a structured coaching programme that links individual QA scores to real performance improvement.
Metrics, Reporting & ROI: Define the QA metrics framework and own its PowerBI dashboards, giving CX leadership real-time visibility into coverage, score trends, and programme impact. Frame quality work in terms of cost avoided and revenue protected, not just audits completed.
What are we looking for ðManagerial Experience: Minimum 3+ years of proven experience as a people manager leading QA, Quality Assurance,

📌 Senior Quality Assurance Manager (Barcelona)
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📍 Barcelona